Re: Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk
From a design standpoint, you don't want to get into the business of duplicating data. Your data just ends up turning into a mess and simple operations like updating the profile of a set of users ends up being a resource intensive operation. Not only that, it bloats your applications. From a maintenance perspective, you don't want to get into the business of customizing the out of the box workflow, simply because it's something you HAVE to own when you do an upgrade. I emphasize HAVE because that workflow you customized to do what you want will surely change or cease to exist when you do an upgrade. If you can get away with it, create a view field on the HD form, then create a set of active links that populate the data when someone views or creates a ticket. You can make it more aesthetically appealing using this method as well. Now if only the arodbc driver were up to par, you could join people and hd to get that fax number in a report; unless I gave up on the odbc driver before that, and similar, core capabilities were added... Axton Grams On 7/26/07, Brad Terhune [EMAIL PROTECTED] wrote: Good afternoon listers! I was hoping you all could help me with a bit of form to form shuffling. On our SHR:People form we are running a daily update out of our Oracle personnel database that populates certain fields in SHR:People. Not all of those fields show up on the HPD:Helpdesk form (Support view) when we query up users and create tickets. Clicking the Profile button and bringing up SHR:People shows the fields and information, but I want those fields to actually appear on the HPD:Helpdesk form when we query someone up. For example, Fax Number is on the SHR:People form but not on the HPD:Helpdesk form. Does anyone know of a good way to populate that data on the HPD:Helpdesk form? It does not appear to be as easy as calling a Set Fields AL from the SHR:People form to HPD:Helpdesk. Any help would be appreciated. Thanks, Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk
The best way to do it, for me, is to disable the out of the box workflow, make a copy with a prefix that makes it easier to find, then modify the copies. That way you can customize the out of the box workflow, but not have your customizations completely trashed in an upgrade. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller Sent: Thursday, July 26, 2007 3:54 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk I agree with Dylan. I have done it both ways and it works much cleaner and consistently if you follow ITSM workflow. It is more work but the end result is much better. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, July 26, 2007 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk Hi Brad, There are a bunch of AL's that set the personal info fields on the general tab of HPD. I would suggest looking at the related workflow for one of the base fields on that tab and just go through each AL to see if it sets fields from the People form. The problem with just creating an AL to set the field is there are so many ways to populate those fields, you'd end up doubling your efforts trying to create new ones instead of just updating the existing ones. Dylan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brad Terhune Sent: Thursday, July 26, 2007 1:22 PM To: arslist@ARSLIST.ORG Subject: Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk Good afternoon listers! I was hoping you all could help me with a bit of form to form shuffling. On our SHR:People form we are running a daily update out of our Oracle personnel database that populates certain fields in SHR:People. Not all of those fields show up on the HPD:Helpdesk form (Support view) when we query up users and create tickets. Clicking the Profile button and bringing up SHR:People shows the fields and information, but I want those fields to actually appear on the HPD:Helpdesk form when we query someone up. For example, Fax Number is on the SHR:People form but not on the HPD:Helpdesk form. Does anyone know of a good way to populate that data on the HPD:Helpdesk form? It does not appear to be as easy as calling a Set Fields AL from the SHR:People form to HPD:Helpdesk. Any help would be appreciated. Thanks, Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk
Hi Brad, There are a bunch of AL's that set the personal info fields on the general tab of HPD. I would suggest looking at the related workflow for one of the base fields on that tab and just go through each AL to see if it sets fields from the People form. The problem with just creating an AL to set the field is there are so many ways to populate those fields, you'd end up doubling your efforts trying to create new ones instead of just updating the existing ones. Dylan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brad Terhune Sent: Thursday, July 26, 2007 1:22 PM To: arslist@ARSLIST.ORG Subject: Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk Good afternoon listers! I was hoping you all could help me with a bit of form to form shuffling. On our SHR:People form we are running a daily update out of our Oracle personnel database that populates certain fields in SHR:People. Not all of those fields show up on the HPD:Helpdesk form (Support view) when we query up users and create tickets. Clicking the Profile button and bringing up SHR:People shows the fields and information, but I want those fields to actually appear on the HPD:Helpdesk form when we query someone up. For example, Fax Number is on the SHR:People form but not on the HPD:Helpdesk form. Does anyone know of a good way to populate that data on the HPD:Helpdesk form? It does not appear to be as easy as calling a Set Fields AL from the SHR:People form to HPD:Helpdesk. Any help would be appreciated. Thanks, Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk
I agree with Dylan. I have done it both ways and it works much cleaner and consistently if you follow ITSM workflow. It is more work but the end result is much better. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, July 26, 2007 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk Hi Brad, There are a bunch of AL's that set the personal info fields on the general tab of HPD. I would suggest looking at the related workflow for one of the base fields on that tab and just go through each AL to see if it sets fields from the People form. The problem with just creating an AL to set the field is there are so many ways to populate those fields, you'd end up doubling your efforts trying to create new ones instead of just updating the existing ones. Dylan -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brad Terhune Sent: Thursday, July 26, 2007 1:22 PM To: arslist@ARSLIST.ORG Subject: Remedy Helpdesk: Bringing up SHR:People fields in HPD:Helpdesk Good afternoon listers! I was hoping you all could help me with a bit of form to form shuffling. On our SHR:People form we are running a daily update out of our Oracle personnel database that populates certain fields in SHR:People. Not all of those fields show up on the HPD:Helpdesk form (Support view) when we query up users and create tickets. Clicking the Profile button and bringing up SHR:People shows the fields and information, but I want those fields to actually appear on the HPD:Helpdesk form when we query someone up. For example, Fax Number is on the SHR:People form but not on the HPD:Helpdesk form. Does anyone know of a good way to populate that data on the HPD:Helpdesk form? It does not appear to be as easy as calling a Set Fields AL from the SHR:People form to HPD:Helpdesk. Any help would be appreciated. Thanks, Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
